- HAVERHILL
Customer Care FAQ
Here at HAVERHILL, we're very proud of our Customer Care team. They do a very important job – as your primary point of contact with us, they ensure that the process of choosing an item and placing an order is both easy and enjoyable.
We know that your HAVERHILL jewelry is deeply personal and meaningful. They're pieces that can grow along with your family and commemorate the milestones along your life's journey. We honor your patronage by going above and beyond to ensure that your experience with us is nothing short of exceptional.
We know that your HAVERHILL jewelry is deeply personal and meaningful. They're pieces that can grow along with your family and commemorate the milestones along your life's journey. We honor your patronage by going above and beyond to ensure that your experience with us is nothing short of exceptional.
Our team provides what we like to call concierge service – assistance with virtually every step of the purchase process, from inquiries about availability to guidance with designing custom pieces. They can answer questions regarding your order, help you navigate our website, and facilitate alterations, exchanges, and returns. They'll even track packages to make sure your gift arrives on time (no, you don't have to call UPS) and can send photos if you need a close-up look at selected gemstones.
The Customer Care team also provides styling consultations to help you create a piece that's just the right look and size. Which colors look good together? How should I arrange the stones? Our team assists you every step of the way, and you're able to see the piece throughout the entire design process.
The Customer Care team also provides styling consultations to help you create a piece that's just the right look and size. Which colors look good together? How should I arrange the stones? Our team assists you every step of the way, and you're able to see the piece throughout the entire design process.
Naturally, the team fields many questions over the course of the day, so we thought we'd share some of the most popular queries they receive. Maybe some of these questions have been on your mind, too!
This was one of the best customer experiences I’ve ever had with any business.
Camila"What size/length should I get?"
Many customers look for guidance in selecting a piece that needs to be a particular size or length. Our team will refer you to our online sizing guide and ask questions to help you choose: How tall is she? What's her frame size? Does she usually wear close-fitting necklaces or longer ones? With this information, our experienced staff can offer savvy advice on selecting the right size.
"What size/length should I get?"
Many customers look for guidance in selecting a piece that needs to be a particular size or length. Our team will refer you to our online sizing guide and ask questions to help you choose: How tall is she? What's her frame size? Does she usually wear close-fitting necklaces or longer ones? With this information, our experienced staff can offer savvy advice on selecting the right size.
"I ordered the wrong size – what do I do?"
Sometimes, customers make their best guess as to size and it doesn't quite work out. Not to worry – we do alterations! We offer free ring resizing (within one full size) within 30 days of the purchase date. If the ring needs to go up more than one size, or it's more than 30 days after purchase, there's a small fee.
"I ordered the wrong size – what do I do?"
Sometimes, customers make their best guess as to size and it doesn't quite work out. Not to worry – we do alterations! We offer free ring resizing (within one full size) within 30 days of the purchase date. If the ring needs to go up more than one size, or it's more than 30 days after purchase, there's a small fee.
Need to make a necklace longer? We offer chain extenders. Need a necklace or bracelet to be significantly bigger or smaller? Contact the team and they'll guide you through our easy exchange process.
Need to make a necklace longer? We offer chain extenders. Need a necklace or bracelet to be significantly bigger or smaller? Contact the team and they'll guide you through our easy exchange process.
"If I buy an item now, can I add to it later?"
YES. With very few exceptions, you can add gemstones, letters, and length to necklaces and bracelets. The process is quick and easy, and our team can walk you through it in just minutes.
"If I buy an item now, can I add to it later?"
YES. With very few exceptions, you can add gemstones, letters, and length to necklaces and bracelets. The process is quick and easy, and our team can walk you through it in just minutes.
We love offering personalized jewelry that can grow along with your family. And we're proud that purchasing personalized jewelry at HAVERHILL is virtually risk-free. Unlike most jewelry companies, we accept alterations, exchanges, and even returns on all customized pieces. Your complete satisfaction is our goal.
We love offering personalized jewelry that can grow along with your family. And we're proud that purchasing personalized jewelry at HAVERHILL is virtually risk-free. Unlike most jewelry companies, we accept alterations, exchanges, and even returns on all customized pieces. Your complete satisfaction is our goal.
"Can I get this item with this stone?"
Often customers want to know whether a particular gemstone is available in a specific style. This is one of the easier questions our team can answer: at the top of every product page on the site, you'll find a chart showing which birthstones are available for that item. (For personalized pieces, you'll find that information when you click on the "Personalize Product" link.)
"Can I get this item with this stone?"
Often customers want to know whether a particular gemstone is available in a specific style. This is one of the easier questions our team can answer: at the top of every product page on the site, you'll find a chart showing which birthstones are available for that item. (For personalized pieces, you'll find that information when you click on the "Personalize Product" link.)
"How would these stones look together?"
When selecting a new piece of jewelry, customers want to know how it'll look with the pieces they already wear. With their extensive knowledge of products and colors, the Customer Care team can describe how different shades, tones, and shapes will complement each other. Often they can even share images that help illustrate a jewelry combination you have in mind.
"How would these stones look together?"
When selecting a new piece of jewelry, customers want to know how it'll look with the pieces they already wear. With their extensive knowledge of products and colors, the Customer Care team can describe how different shades, tones, and shapes will complement each other. Often they can even share images that help illustrate a jewelry combination you have in mind.
"I forgot to (...)!"
Sometimes, when placing an order, a customer will forget something, such as including a gift note or using a discount code. Happily, these are easy fixes. Just contact the team as soon as you remember and they'll adjust your order.
"I forgot to (...)!"
Sometimes, when placing an order, a customer will forget something, such as including a gift note or using a discount code. Happily, these are easy fixes. Just contact the team as soon as you remember and they'll adjust your order.
"So, something interesting happened to my jewelry..."
Sometimes, no matter how careful we are, something happens to our jewelry. Maybe the dog tried to chew on your letter bracelet, or you accidentally knocked your Warren ring into a door. Trust us, our team has heard it before.
Let the team know exactly what happened and they'll assess the damage and give you an estimate for the cost of repair. (Jewelry that's damaged by accident, negligence, or other factors unrelated to materials or workmanship are not considered under warranty.) We want you to continue to enjoy your jewelry.
"So, something interesting happened to my jewelry..."
Sometimes, no matter how careful we are, something happens to our jewelry. Maybe the dog tried to chew on your letter bracelet, or you accidentally knocked your Warren ring into a door. Trust us, our team has heard it before.
Let the team know exactly what happened and they'll assess the damage and give you an estimate for the cost of repair. (Jewelry that's damaged by accident, negligence, or other factors unrelated to materials or workmanship are not considered under warranty.) We want you to continue to enjoy your jewelry.
A dedicated team
Our Customer Care team is passionate about creating the best possible experience for you. They love being able to say, "I'm looking at your item right now and it's beautiful."
Their favorite part of the job? Hearing the stories behind your jewelry. They love knowing that this piece is for Grandmas's 90th birthday, or that someone's just had a new baby. And often they're among the first to know when there's a marriage proposal on the way, which is always exciting to hear.
Kristin, the leader of our wonderful team.
We want your shopping experience at HAVERHILL to be exceptional. Contact our wonderful Customer Care team any time you want assistance, need advice, or just want to share how much you're enjoying your new jewelry. We look forward to hearing from you.
We want your shopping experience at HAVERHILL to be exceptional. Contact our wonderful Customer Care team any time you want assistance, need advice, or just want to share how much you're enjoying your new jewelry. We look forward to hearing from you.